Five essential moves to transform healthcare marketing

Posted on April 1, 2013 | Leave a comment

Across the U.S., healthcare marketers are feeling the pressure to deliver greater returns on marketing investments. Changing economics are front and center, and make a compelling case for the role that marketers must play in an increasingly competitive environment.

Holding on to a narrow view of healthcare marketing as simply promotions sub-optimizes marketing performance and wastes marketing investments.  Best practice performers understand marketing as a business discipline aimed at achieving revenue growth and better business performance.

Success requires a purposeful, comprehensive and integrated approach to better understand markets, develop and deliver quality healthcare services, build effective business models, and create loyal customers.

Five essential moves

Creating a marketing or growth-oriented culture may seem formidable in organizations that are operations versus market driven – and many health systems are just that. However, with increasing recognition by healthcare executives that significant change is required for success under new reform mandates, marketers play a key role in helping organizations understand competitive dynamics, discover new growth opportunities, create new lines of business, and enhance points of competitive differentiation .

Here are five essential moves to effect the change:

  1. Transform the marketing culture – David Packard (of the Hewlett-Packard’s) is credited with saying that “marketing is too important to be left to the marketing department.” His point is that marketing, like HR, finance and other core business functions, is a strategy-critical competency for organizations that want to grow, thrive and succeed. This requires an organizational shift in thinking about marketing as tactical communications to a discipline that is strategic (focused on stuff that matters), cross-functional (orchestrated across the value chain), and bottom line oriented (delivers on revenue targets).
  2. Reconfigure the marketing organization – today, many (far too many) health system marketing organizations are structured strictly along functional lines (advertising, PR, events, sales, etc.) and operate primarily as communications service bureaus rather than revenue-generating strategists. Health systems must establish a vision, role and scope for marketing as a revenue-generating capability, then restructure marketing operations to support growth imperatives. Building a unified, high performance marketing operation is job one – investing in the marketing management infrastructure, elevating skills, adopting data-driven planning methods, laser-focusing marketing resources, establishing performance metrics.
  3. Acquire new competencies, capabilities and skills – Historically, healthcare marketing departments have over-invested in communications activities and under-resourced other aspects of marketing practice that drive customer acquisition and revenue growth. Today’s healthcare marketers must demonstrate expertise in market intelligence, business analytics, new product/program R & D, brand building (not just brand promotion), market and customer creation, relationship sales, social commerce, community management, cross-channel content marketing, and more. Customer relationship management (CRM), provider relationship management (PRM) and customer contact or call centers are essential marketing systems.
  4. Create a compelling case for change and bias for action – Data builds the case for focusing marketing investments on strategies that grow revenue, improve business performance, increase brand loyalty and build sustainable competitive advantage. For healthcare marketers, the strategy-critical short list includes brand building, volume building, channel management, new models of care and customer engagement that optimize profitability under reform economics, and leveraging web, social, search and mobile technologies for patient acquisition and retention.
  5. Communicate new roles, new rules, new expectations – The first step for marketers is to forge a robust partnership with administrative, clinical and business operations, and create co-ownership and co-accountability for marketing outcomes. Establish new ground rules, such as: marketing resources will be prioritized to strategic planning, business development, growth and financial performance imperatives. Or that data and analysis will inform strategic marketing thinking and planning, and provide an evidence-based approach to marketing investment. And, my favorite: time – and dollars – will be focused on fewer, more impactful activities; and tasks that do not contribute to growth and improved competitive performance will be transitioned or eliminated.

Now is the time

For health systems, growth and profitability are imperative. New reimbursement methods and emerging business models necessitate a different approach to customer acquisition, a fresh focus on customer retention, and a greater emphasis on customer engagement. And the transformation of marketing practice driven by social networking, search and mobile technologies can no longer be ignored.

Now is the time for marketers to assess the role, functions and performance of marketing departments, and move aggressively to transform marketing from promotions-oriented tactics to growth-oriented strategic leadership.  To build powerful, differentiated brands that drive growth, innovation and better business performance.  To lead organizations in mainstreaming social, search and mobile technologies that engage customers, build commerce and improve business functions.

Change can be difficult. Yet, will deliver substantial and long-lasting benefits.

This post is number three in a 3-part series.  Click here to read parts 1 and 2:

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Posted in Healthcare Marketing, Marketing Leadership

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Share your digital marketing expertise at Greystone.Net’s 17th Annual Healthcare Internet Conference

Posted on March 29, 2013 | Leave a comment

HCICLogoSpeaker Proposals are due Wednesday, April 3, 2013

This coming November 4 – 6, Greystone.net will host the 17th Annual Healthcare Internet Conference in New Orleans.  For 17 years (can you believe it!), this has been the go-to forum for health leaders seeking to learn and share their knowledge, expertise and experiences in web, social media, mobile and clinical information technologies.

It’s a conference I look forward to every year.  In this space, both the magnitude and pace of change are significant. When it comes to digital strategies, opportunities and practical applications in healthcare, there is always something new to learn, and this is the place to do it.

The 2013 conference will feature workshops and concurrent sessions in six educational tracks:

  • Strategy development
  • Patient engagement
  • e-Metrics, ROI and business value
  • Social media
  • Web solutions and tools
  • mHCIC: mobile and emerging technologies

I hope you’ll consider sharing your own successes (and lessons learned).  The Call for Speakers is still open but closes on Wednesday, April 3, 2013.  Submit your application here.

See you in New Orleans.

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Posted in Digital Strategy, Healthcare Internet, Healthcare Marketing

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Engaging healthcare consumers through content marketing

Posted on March 25, 2013 | Leave a comment

content marketing rxContent marketing is a hot topic for healthcare marketers.  And no wonder.  More than ever, healthcare consumers are seeking information, sharing healthcare experiences, exploring treatments and selecting providers online. And the vast majority of online health-related discussions take place without input from healthcare professionals.

A recent Pew Internet and American Life Project study revealed that 81% of U.S. adults use the internet and 59% say they have looked online for health information in the past year. Over a third of U.S. adults say they have gone online specifically to try to figure out what medical condition they or someone else might have.

Also consider:

  • 47% have looked for information about a doctor
  • 34% have read about someone else’s healthcare experience
  • 16% have consulted online rankings or reviews of providers

Professional Research Corporation’s (PRC) 2012 National Consumer Perception Study also found that one-fourth of healthcare consumers use the web to find a doctor, and 16% say that blogs and posted comments impact which physician or hospital they chose for care.

Content is about strategy, not just promotion

The challenge for healthcare marketers is having the right content in the right place at the very time that consumers are searching. To do this, they must develop a thorough understanding of how consumers discover, consume and share information on-line; and the role of search and social interaction across the consumer buying cycle.

The bottom line is that content marketing isn’t about self-promotion; it’s about engaging consumers through relevant information, resources and tools, discoverable at a time and place when they are most open to receiving messages.  It’s about building your brand and strengthening relationships at every point through the consumer decision-process. And encouraging your audience to act through strong calls to action with content that positions you as the preferred choice.

Learn more at PRC’s upcoming Webchat on content marketing

On Thursday, March 28, 2013, I’ll be joining Janna Binder, director of marketing and public relations for Professional Research Corporation (PRC), on a webchat to discuss the role and power of content marketing in healthcare. During the one-hour session, we’ll talk about how content marketing can engage healthcare consumers, build your brand, drive patient acquisition and cultivate customer loyalty. Key discussion points will include:

  • The role of search and social interaction in the healthcare consumer’s selection process
  • Where consumers discover, consume and share information
  • What constitutes relevant, valuable content, tools and relationships
  • How marketers can build content marketing plans

I hope you’ll join us. The 60 minute PRC Webchat starts at 1:00 pm central time. And, there is no charge for participation. Just click here for more information and online registration.

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Posted in Content Marketing, Digital Strategy, Healthcare Internet

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Healthcare Internet Hall of Fame now taking nominations for 2013

Posted on March 18, 2013 | Leave a comment

Do you know an individual or organization that has significant contributions to the healthcare Internet field at a local, state or national level?  Someone who has:

  • Assumed a leadership position across the health industry?
  • Demonstrated a willingness to share their expertise with others?
  • Served as a role model or mentor to others in the healthcare Internet industry?
  • Shown the ability or influence to effect change in the industry?
  • Been engaged in the field of healthcare Internet for at least 5 years?

Then you may have the perfect candidate for the 2013 Healthcare Internet Hall of Fame.

The Healthcare Internet Hall of Fame was established in 2011 to honor both individuals and organizations that have made significant contributions to the healthcare Internet industry, and to ensure that the history of the industry is preserved for the future generations.

Each year, new members of the Healthcare Internet Hall of Fame are inducted at the industry-wide Healthcare Internet Conference. The 2012 inductees included:

  • Ed Bennett, director of web and communications technology for the University of Maryland Medical System
  • Mark Gothberg, editor of eHealthcare Strategy & Trends and chairman of the eHealthcare Leadership Awards for Health Care Communication
  • Community Health Network of Indianapolis, whose eBusiness team has demonstrated, over a decade, innovations in the use of Internet technologies for healthcare consumers
  • PatientsLikeMe, a free online community where patients can connect with each other to better understand their diseases, share condition and treatment information, and get the support they need to improve their health.
  • Mayo Clinic, who launched one of the earliest health information sites on the Internet, and today, receives nearly 30 million unique visits per month from all over the world.

Nominations are now being accepted for the 2013 class.  Information regarding criteria and the nomination process can be found at the Healthcare Internet Hall of Fame website (www.hihof.com). All nominations must be received by August 2, 2013.

Learn more about the 2012 honorees.

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Posted in Digital Strategy, Healthcare Internet

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Learning and networking help healthcare marketers keep pace with changing market dynamics.

Posted on February 20, 2013 | Leave a comment

Picture1Some days, the scope and pace of change in the health industry seem overwhelming.  So how can marketers keep up?  While it may sound counter-intuitive, just slowing down, stepping back and engaging in some good old-fashioned learning and networking can help marketing executives be more effective in their roles as chief revenue growth officers, brand advocates, digital change agents, experience champions and innovation catalysts. 

Across  the U.S., health care organizations are traveling along different points of the change and transformation continuum.  Some are further ahead and have lessons – and lessons learned – to share.  That’s one trait of the healthcare industry that I really like – our willingness to share knowledge, experiences and ideas. 

Over the next few months, I’m going to take advantage of the learning opportunities at various conferences, do some presenting myself, connect with old friends and meet some new ones.  If you’re participating in any of the following, look me up.  I’d love to catch up and learn what’s new.

Physician Strategies Summit
February 24 – 26, 2013
JW Marriott Orlando Grande Lakes
Orlando, Florida

Join Lori McLelland (Emory Healthcare), Dr. Brian Nester and Edward Dougherty (Lehigh Valley Health Network),  Jeff Cowart (Baptist Health Care System) and me on the future of physician liaison programs (Sunday, 2/24 at 1 pm).

National Research Corporation 2013 Market Insights Summit
February 26 – 28, 2013
Las Vegas Marriott
Las Vegas, Nevada

I’m speaking Wednesday morning on a favorite topic – how marketing executives can anticipate and prepare for the future of marketing in the health industry (2/27 at 8:30 am).

Iowa Hospital Association ISHMPR Spring Conference
April 22 – 23, 2013
Holiday Inn and Suites
Des Moines, Iowa

Looking forward to facilitating a 3 hour workshop on Trends, Roles and Key Moves for Healthcare Marketers (4/23 at 9 am).

18th National Healthcare Marketing Strategies Summit
May 5 – 7, 2013
Westin Kierland
Scottsdale, Arizona

Join David Feinberg (New York – Presbyterian), Jean Hitchcock (MedStar Health), Christine Holt (Holy Redeemer Health System) and me as we present Marketing Executives: Transitioning from Volume to Value (Sunday, 2/5 at 1 pm).

New England Society for Healthcare Communications
May 19 – 21, 2013
Newport Marriott
Newport, Rhode Island

Candace Quinn of Brand = Experience and I will be presenting on the evolving roles of marketers in health systems and hospitals (5/20 at 8:30 am).

It’s going to be a busy season!  Hope to see you out there.

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In times of change, healthcare leaders turn to internal communications experts

Posted on February 19, 2013 | Leave a comment

CommunicationHealthcare leaders recognize the importance of internal communication experts when it comes to creating awareness, understanding and support for organizational change. And it goes without saying that “change” is the new watchword of the healthcare industry.

From development of accountable care organizations, to cost reduction initiatives, to implementation of health IT systems and EMRs, to the creation of new ventures and partnerships, the magnitude and rate of change for healthcare workers are significant.

But not all of the messaging is getting through.

“We’re putting out more and more information, but seem to be getting less and less support for what we need to do,” declared a hospital administrator. And therein lies the problem. One of the most common traps we fall into is confusing information sharing with communication. The act of telling someone something does not necessarily equate to information received or understood.

So how do health system executives rally the troops to gain support for large scale change initiatives?

The answer is strategic internal communications, a purposeful approach to translating corporate strategy, activities and issues for the workforce, and developing messaging, methods and channels to reach, engage and rally support from internal audiences.

To get the most out of internal communications functions, healthcare executives as well corporate communications leaders, must first define the role of internal communications beyond that of simply disseminating information. Best practices demonstrate focused alignment of internal communication initiatives to corporate goals, engagement of managers at all levels as linchpins in the communications process, and expert communications professionals that serve as strategists and counselors across the health system.

5 Areas of Strategic Focus for Internal Communicators

Focused, strategic internal communication initiatives can build a strong sense of identity, purpose, values and culture among employees; facilitate strategic transformation and change; and engage leaders and staff in meaningful and productive ways.

The operative word is focus. Communicators must discern the difference between nice-to-do activities and mission-critical communications strategies and tactics. For most healthcare organizations, strategic internal communications will yield the most impact when focused on five core areas:

  1. Corporate Strategy – informing, engaging and building commitment to the health system’s vision, strategy, goals and major initiatives.
  2. Brand Alignment – creating a unified internal identity, sense of purpose, values-driven culture and brand experience.
  3. Change Management – informing and educating staff about major changes and the impact on jobs, work flow and processes; facilitating adoption of new practices.
  4. Issues Management – informing, rallying support for, and managing critical issues and unplanned events that impact staff, affect employee relations and damage reputation.
  5. Workplace Culture – engaging employees in major events, recognizing and celebrating staff achievements, and creating a sense of pride in the work and the workplace.

When Trust is Established, People Become Active Participants

Leadership is tested most during times of organizational transition. And nothing can derail progress like a workforce that is at best disengaged, but all too often just plain mistrustful of management’s intent. A well-developed, focused internal communications strategy and capability can change that – and facilitate organizational transformation by engaging employees in change management, inspiring staff to live and deliver the brand, and building commitment to mission, vision and goals.

The bottom line – and the impact on the bottom line – comes from realizing that better communications, not just more information, will drive success.

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Posted in Corporate Communications, Public Relations

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5 Roles for Healthcare Marketers to Adopt Now

Posted on January 17, 2013 | 1 Comment

things to doAcross the US, healthcare marketers are moving quickly to transform the role, capabilities and functions of their marketing departments. Powerful forces are converging to change the underlying basis for competition in the healthcare industry, and health systems are experiencing more intense competitive activity in anticipation of reform and other industry pressures. For the foreseeable future, providers will be operating with competing and somewhat conflicting objectives as they attempt to optimize volumes for core clinical programs, while simultaneously building accountable care delivery models.

Marketing executives can help health systems successfully navigate the new competitive landscape by adopting five key roles:

  1. Growth strategist – Revenue generation is the priority. In nearly every other industry, marketing is valued as a revenue-generating business competency critical to driving growth, brand loyalty and better financial performance. Health systems that hold on to a narrow view of healthcare marketing as simply promotions sub-optimize marketing performance and waste marketing investments. It is essential for chief marketing executives to adopt a strong P&L mindset, drive clear alignment of brand, marketing and sales investments to the health system’s growth strategy, and create co-accountability for outcomes across the entire executive team. Success demands a marketing culture, not just a marketing department.
  2. Brand advocate – Marketers must lead the change to create organizations that deliver brand value, not just promote it. Powerful brands drive growth, profitability, market leverage, staff commitment and customer loyalty. To date, however, brand investments have been largely focused on brand communications, including brand identity systems, advertising and promotions. Today’s approach to brand building must be focused on delivering brand-differentiated value, and address the complexities of newly developing accountable care models, mergers, acquisitions, employed medical practices, ambulatory, post acute and retail health services.
  3. Digital change agent – Digital technologies are revolutionizing business processes everywhere. More than ever, consumers are seeking healthcare information, sharing experiences, selecting treatments and interacting with providers online. Leading health systems are accelerating efforts to move from static websites to integrated, multi-platforms that reach and engage consumers, support patients and families with care management, facilitate workplace communications and promote clinical decision-making. Web, social networking, search marketing and mobile capabilities – integrated with clinical IT systems such as EMR and patient portals – are no longer optional for providers that want to remain relevant.
  4. Experience champion – Customer experience is more than HCAHPS scores. It’s about meeting customer expectations every day in every interaction by hard-wiring administrative systems, appointment scheduling, meeting and greeting, clinical processes, customer engagement, billing, follow-up and other critical touch points to deliver on your brand’s value proposition. Rich, meaningful, loyalty-building experiences don’t happen by accident, they happen through experience design, training and establishing direct accountability for customer experience. Marketers can champion customer-centered decision-making and innovations that transform customer experience.
  5. Innovation catalyst – Transformation of care delivery systems, business processes, and market-driving strategies are top priorities for health systems. Marketers can help by creating a focused customer-centered approach to innovation. Opportunities to take the hassle out of healthcare are vast. Consumers are frustrated and most of the industry is woefully behind in providing on-line conveniences such as scheduling and customer communications. Success stems from creative thinking, fresh solutions, and relevance to customers – and that puts marketing front and center as the curator of customer intelligence.

Where to start? Establish a transformative agenda for change.

The CMO mandate is transformation of marketing practice. It’s a challenge that will require a purposeful, comprehensive and integrated approach to evolve healthcare marketing. But it will deliver substantial and long-lasting benefits – profitable growth, brand loyalty and better business performance.

This post is number two in a 3-part series. Click here to read the first – Five Forces that will Change Healthcare Marketing. In an upcoming post, I’ll address Five Bold Moves to Transform Healthcare Marketing.

 

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